Customer service

Are you a good listener?

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Develop good listening skills to set you and your firm apart One component of good customer service is good listening skills. By listening well, we prevent many problems from occurring, thus avoiding situations that could irritate a customer. In this video I review an incident that teaches two lessons: Listen carefully and speak professionally. The incident … Read more

Staying in touch can pay dividends

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Customer-focused business people understand the importance of staying connected with former clients. It’s not hard but does require a concerted effort. You should be thinking of ways to stay in touch gently throughout the year. I was reminded of this value just recently. A former client contacted me for assistance on a short-term project. It helped that … Read more

4 elements of excellent customer service

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Often considered a lost art, good customer service can define a firm. Even if prices are lower elsewhere, customers will reward those businesses that seem to care. It’s often the simplest gestures that win the day, too.

What is good customer service, examples of good customer service, excellent customer service, good customer service examplesA recent incident reminded me of what it means to provide excellent customer service. Customer service starts when the person walks in the door. This incident involved a trip to an auto service station. Most people–especially the elderly–cringe at the thought of taking the car in. In this case, the individuals were treated well. I noted several key examples of good customer service. Study and practice these as needed.

1. Listen carefully. We Americans have a knack for opening our mouths before the other person has closed his. Don’t interrupt, even if you think you know what’s coming. Wait for the person to complete the statement or question. That is basic courtesy. But there’s more.

By waiting, you ensure that you fully understand the person’s need. That way you can provide the best response.

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How to increase customer loyalty

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Build customer loyalty by being committed to customer satisfaction

Customer service seems to be in decline. Do you agree? Do you feel businesses are committed to improving customer satisfaction and loyalty?

sales techniques, selling solutions

If you follow Jeffrey Gitomer, you know that one quality is more important than the other. Jeffrey, an experienced sales trainer and veteran sales person, touts the concept customer loyalty. In fact, he even wrote a book about it.

While at the bookstore recently I came upon a fascinating book, “The Art of Selling to the Affluent,” by Matt Oechsli (Wiley & Sons, 2005). In addition to the obvious information, Matt also chimes in on this topic of customer loyalty. Specifically, he offers his Seven Affluent Loyalty Principles. I recap them here, and offer some additional suggestions. You will see that many of these apply to average customers, as well.

1. “Don’t tell people about your service–show them. Creat a comfortable business atmosphere, on the phone, and especially in your physical place of business. Do not try to impress your affluent customers and clients with grandness. Instead, create an environment that is consistently courteous, comfortable, and helpful.”

Remember that you must provide high quality products and services, as well. Many firms say they offer the highest quality, but far too many fall short. Service tends to take a hit. Promises aren’t kept, and staff may be difficult to reach after the sale. Go beyond what others are doing–more on this in #3–and your customers will stick with you.

2. “Practice hospitality by doing little things. Do not allow anyone else to greet your customers or clients. Be there yourself when they come in the door. Do not make them site in front of a receptionist, waiting for you to get off the phone.”

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Commit to maintaining good listening skills

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Good listening skills start with listening well

When you’re listening to someone speak, especially someone up close, do you really listen? That is, are you paying attention? Do you let the person speak, or do you interrupt repeatedly?

listening well, the art of listening well

This notion of listening well came to me during a social event I attended recently. Throughout the event, I met and spoke with several people. Some I hadn’t seen in decades; others were new to me. In each case I was interested in learning about them: where they are from, what they’re up to, and such. Often I would find myself eager to break into the conversation to add a thought. I had to stop myself, though, to prevent from interrupting.

The art  of listening well starts with actually listening. As the old adage goes, “The good Lord gave you two ears and one mouth. Use them in that proportion.”

People have a tendency to jump into a conversation and offer their opinions. Other times they’ll cut in an attempt to finish the other person’s thought. While that behavior is annoying enough in general conversation, it can have really adverse effects in business settings.

Here are some suggestions for listening well:

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